Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2024 I put in a claim to clean my couch cushions and sent pictures. Made an additional claim which was then combined into one claim to include the entire couch. Over the course of 7 months I was sent cleaning supplies that didn't work and a technician that despite their best efforts they weren't able to get out the stains. I sent in multiple times after pictures of couch so it could be escalated to an even better cleaning, casing replacement or credit for replacement at the place of purchase, Ashley ********** Upon following up via email I was lied to by customer service where they said my coverage was cancelled even though my coverage was still valid. I found out they cancelled my claim after I requested for escalation, since they claimed that it was repair which I said it wasn't. I called and they said they only cover cleaning and to reach out to ****** ********** I reached out to ****** to confirm that and they stated that since I purchased coverage that Extend in liable for cleaning, replacement, or monetary compensation for replacement if the cleaning wasn't done to the customer's satisfaction. I called ******************** back and they said it was cancelled even though the repair was complete from my perspective and that I needed to speak to someone in leadership to get this resolved so it would stop wasting both sides time.

  

  Business Response

  Date: 06/16/2025

  We thank Mr. ********* for his valuable feedback and sincerely apologize for the frustration he encountered. We value his input immensely and are leveraging his experience to enhance our service moving forward. We have since connected with Mr. ********* to resolve his claims and to ensure his satisfaction. We thank Mr. ********* for trusting us to care for his claim. 

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a table from ****** Furniture online and opted for the Protection Plan. Not long after having the table, there was an accident that would fall under the Protection Plan and not the manufacturer's warranty. I called Extend, who told me to call Reguard. Reguard said they would contact ****** to get the information on my purchase, as they did not have anything in their system on my purchase. A week later, nothing was updated in the warranty system. I called back and they said I was to send the information to them for proof of purchase. I submitted this via email. A week later nothing is in the system so I call again. The ************************ called ****** with me on the phone and had ****** email the Invoice to Extend Warranty and CC me on the email. I was informed that Extend took over Reguard, and they would have my account updated in 3-5 Business days. It was not. I emailed Extend and was informed I needed to have ****** send the invoice. I included the *** of the email from ****** to Extend that I was CCd on. Extend replied that the email has to come from ******, which I again pointed out that it did. Extend then said it could be 3-5 business days or it could take ***** business days. After 14 Business Days, I reached out again, as there are no orders showing on my Extend account. ******************** stated I needed to reach out to ****** to have them send over the invoice. Again, I replied that ****** had, and included the CCd email sent to Extend. This has been going on for over a month, and I have yet to receive any assistance resolving my account issue so that I may file a claim under the Protection Plan I purchased.

  

  Business Response

  Date: 06/09/2025

  We appreciate Ms. ******* feedback and sincerely apologize for the frustration experienced.   We have resolved the processing error and reached out to Ms. ****** to file the claim. We understand the importance of resolving this matter and we welcome Ms. ****** to reach out to us again if any further assistance is needed.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have confirmed that my Extend account has been updated with my purchase. I have been contacted by a restoration company and have an appointment scheduled for 6/18/25 (their first available). While I am still awaiting the outcome to the entire claim coverage, my complaint was focused on the company's response to generating my account in their system in order to file the claim to begin with. This account issue has been resolved. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 18 I ordered a car parts product that was damaged. Extend gave me a virtual card with a fixed amount. On their website it said to call the merchant to do a split pay if the amount exceeds the fund's on the virtual card. It was past business hours but I needed my part right away so I just ordered it. I called the next day to ask if car parts was able to split pay a virtual card from extend. ( their 3rd party partner) The associate said " yes they could ". Now I am trying to order a part that exceeds the balance on the card but when I called car parts they said that their system was unable to process two separate payments. I called extend to try and get my money back but they denied me and said " we can not refund your money you must purchase something less than the amount on the virtual card. " Why even offer this card if you're not able to use it on something you need. I just want my money back at this point because car parts are expensive nothing I will order will ever be under the fixed amount they gave me. I want to speak to corporate about getting my money back because calling customer service isn't getting me any where but frustration. To anybody who reads this never take the virtual card just get your money back and save yourself the headache.

  

  Business Response

  Date: 05/30/2025

  We thank Ms. ******* for sharing her experience with us. Her feedback is valuable, and we are committed to using it to enhance our services. Our team has reached out to Ms. ******* to address her concerns. We are dedicated to meeting our customers' service expectations and appreciate the opportunity to work with Ms. ******* toward a positive outcome.

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 05/09/2025 VESSEL ORDER #******* ***** Tracking #************ ***** Claim # For Not-Honored Vacation Hold: C-190905474 Item Purchased: Vessel Golf Bag Total Paid: $469 (bag) + $9.40 (Extend shipping protection) + $48.55 (tax)I am filing this complaint regarding a denied claim by Extend, from whom I purchased shipping protection in conjunction with an order placed through Vessel. My package was stolen from my doorstep, which falls within the covered circumstances as described in Extends protection terms. I submitted a claim on 05/18/2025 and discovered it was denied the following day (05/19/2025) via the Extend website. I received no email, text, or formal notice of the denial, nor was I offered an appeal process or explanation.The denial appears to be made without a thorough review, as I submitted clear supporting documentation that includes:1. Notification that the package was stolen.2.A police report filed in response to the theft.3.A documented vacation hold request with ***** that was not honored.4.Specific delivery instructions requesting that packages not be left at my doorstep, which were additionally disregarded.I also offered to provide video evidence from our doorbell camera showing the theft as it occurred.I've attempted to resolve this matter with ***** and Vessel, exhausting all avenues. Based on the information available, Extend has failed to honor the shipping protection coverage I purchased. Their lack of communication and blanket denial, despite sufficient evidence, may constitute a breach of contract and a failure to act in good faith under consumer protection laws.Given the paid premium for shipping insurance and the coverage terms that explicitly protect against theft, I request a full reimbursement or approval of the original claim. Attached are the order receipt, delivery tracking details, and a copy of the police report.

  

  Business Response

  Date: 05/28/2025

  We would like to express our gratitude to Mr. ***** for reaching out to us and bringing this matter to our attention. Our team has called Mr. ***** to assure him that his claim was approved and to clarify the timeframe for reporting stolen shipping protection claims. We greatly appreciate the detailed documentation Mr. ***** provided, which allowed us to evaluate his case closely. We remain dedicated to enhancing our services and providing even more support and communication to our customers moving forward. We are here to help Mr. ***** if he has any further questions or needs additional assistance.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the handling of my claims associated with a shipping warranty. Despite my repeated attempts to resolve this matter, I have not received the chipping protection I ordered, and the claim I filed has been denied multiple times without clear justification or *************** summarize:I placed an order for chipping protection, which did not arrive.I filed a claim for the missing item and purchased a shipping warranty to cover this situation.I filed the following claims for the missing protection:April 20, 2025 April 25, 2025 May 2, 2025 May 8, 2025 Each time I submitted a claim, I received a different reason for the denial without any clear explanation or validation. Furthermore, I was asked to provide a police report, which I completed and submitted. However, the claim was still closed on [date of final denial], with the stated reason that they "could not confirm" the issue, despite the required documentation being provided.This situation is highly disappointing, and I feel I have been subjected to a frustrating cycle of unnecessary delays and contradictory responses. I have complied with all requested actions, yet I have not received a satisfactory resolution or explanation as to why my claim continues to be denied.I kindly request the following:A full review of my claim and order to ensure all steps are being followed correctly.Clear and consistent communication about the status of my claim and any further documentation or action required.A resolution to the issue and fulfillment of the missing chipping protection or an appropriate compensation for the inconvenience.If this issue cannot be resolved promptly, I will have no choice but to escalate the matter further.

  

  Business Response

  Date: 05/16/2025

  We sincerely thank Ms. ******* for sharing her experience with us. Her feedback is invaluable, and we are fully committed to using it to improve our services. Our team has reached out to Ms. ******* to address her concerns and provide a positive resolution. We remain dedicated to delivering the level of service our customers expect and appreciate Ms. ******* for giving us the opportunity to make things right.
  
  

  Customer Answer

  Date: 05/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The claim I filed on my extended warranty with *********** on 03/31/2025, Contract # OXMT068440. The amount of the repairs was calculated by the Porsche $6945.74 The business committed to cover everything on my car and gave me the best package diamond which cost me $238 monthly. The *********** denied my claim after having my vehicle stored in Porsche facitity for ore than a month saying that ther was pre existing condition which there wasn't. The Porsche of Naperville is the witness of all this scam and fraud and they can testify to this. *********** never tried to resolve the problem of deniying the claim.

  

  Business Response

  Date: 05/13/2025

  It was a pleasure to connect with **************************************** experience did not involve a direct engagement with Extend, we were happy to provide the necessary contact information to help her reach the appropriate party who could assist in resolving her concerns. We are committed to supporting our customers and are eager to address their needs every step of the way!

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a coffee espresso machine in April 2024 and paid for the Extend additional warranty in case it broke down. A few weeks ago we noticed an issue with the machine and filed the claimed with Extend. Initially they pushed the responsibility back to the retailer and then to the manufacturer. After a lot of back and forth they approved the claim for $489. Finally, they issued me a virtual debit card. I thought this would be the end of my issues with Extend. But after trying to use the card over 10x to purchase a new coffee machine, the card is being denied. I am not sure if they issued me a card that does not have any money or purposefully are giving me incomplete or wrong information, so I am not able to use the card. I reached out to the customer service several times both by phone and by email and they are basically sending me this template response with a troubleshoot SELF serve guide. That is beyond frustrating customer experience. I will never ever buy anything that has a Extend insurance attached to it. And I will make a complaint with the retailer to drop the contract with Extend. I know this local retailer in ******* and purchased from them for several years but this partnership with Extend is just a joke.

  

  Business Response

  Date: 05/02/2025

  We thank Mr. ******* for sharing his feedback, and apologize for any inconvenience caused. This matter has since been reviewed and resolved. Extend remains committed to providing a smooth and transparent customer experience. Should Mr. ******* require further assistance, he may contact us at ********************************** or **************.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plan from extend under after being told by employee that coverage covered pet incidents to only find out today that it does not it only covers certain incidents. I was told that it covered all incidents, but it only covers fluids according to the company now. I tried to get them fix it but they didnt want to. I wouldnt have purchased a plan that basically covers nothing. I havent filed a suit yet but legal action do to not bring up front about coverage.

  

  Business Response

  Date: 04/24/2025

  We truly value Ms. ****** feedback and appreciate the chance to address her concerns. We are pleased that we were able to reach a satisfactory resolution. If she needs further assistance, our dedicated team is available at ************** and eager to assist.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my claim was denied to fix my Onkyo TX-NR7100 av receiver. it was working fine then a weird sound and it stopped working and a burning smell. its clearly a mechanical or electrical issue and according to Extend its covered. But I was denied.

  

  Business Response

  Date: 04/17/2025

  We thank Mr. ***** and are glad we could help him work with the retailer to address his product failure. We look forward to working with him if he needs assistance in the future!

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ball joints from ************. I received a package with the top tore open . the post office stamped the product and gave a letter saying in shipping the package was damaged and the product went missing. I have tried filing a complaint with extend **** They keep denying my claim. The woman at extend *** told me I needed to pick option damage product. I said I could not lie . I did not receive product, so not damaged. she told me saying missing product would deny my claim. I said well that's the truth and i don't have proof of damaged product, if your company asks.. she kept me on hold for 13minutes then someone else came on the phone and asked for my number . I told her "I gave it to the other girl multiple times; the new girl told me it wasn't on file. "The new girl said well I should've put it under missing product. I said I tried. she finally said I will file claim on the phone for you. she gave me a email to send the pictures of the damaged envelope with no products. then she said it would take an half hour to hour for them to receive the picture. I don't trust them or believe they will follow through. Then she asked me to stay on the phone for a short survey , I said "okay." They sent me to the survey, it said push 1-5 . 1 being most dissatisfied . so I pushed 1 and the phone person tells you they don't recognize that number. I think this shipping protection company is full of c*** Thank you ****

  

  Business Response

  Date: 04/10/2025

  We thank Mr. ******* for bringing his concerns to our attention and for taking the time to walk us through his experience. Mr. ******** feedback is genuinely appreciated. Were glad we could pay and resolve Mr. ******** claim. If Mr. ******* would like additional assistance please give us a call at ************** - were here to help!